Application Support Engineer in RMGS:
Can you be patient with technology that’s not behaving well? How about your patience with people who maybe aren’t behaving so wonderfully because of the misbehaving technology? If you didn’t shudder at the thought, then consider applying to be a RMGS Software Support Engineer.
Basic skills you’d need besides patience:
Experience with customer support and ability to focus on what the customer needs (instead of how the customer is behaving), so you can use our support processes and systems to help customers.
Prioritization and time management – you’d have more than 10 issues assigned to you at any one time, and you’ll have to understand what to do first to get everything done.
Technical skills – this role is not all that technical, but you should still know your way around a computer and learn to use our software products so you can answer the basic questions (“why can’t I find the on button?”)
Other skills we’d like to see:
Speak, write, and even communicate well in English to talk to customers.
Ability to handle an environment where our core support systems and processes are continuously improved over time. Yes – things change. A lot. Can you move with us?
Video Skype capability, webcam, and you know how to use them to talk with us and do daily work.
Primary Roles and Responsibilities:
Analyze problems to identify the problem areas.
Recommend solutions to customer application questions with regard to setup and know-how issues.
Resolving complex application technical issues through investigation and providing a walkthrough solution directly to the client via email, phone, and other electronic medium.
Ensure follow up with clients and provide seamless updates on open issues.
Adhere to departmental procedures, processes, and practices.
Share and spread knowledge throughout the support team and relevant areas.
Researches and resolves customer-reported issues related to the applications.
Gathers data, tests and replicates problems.
Consults with and coordinates the efforts of other teams to resolve customer issues and questions in a timely manner.
How to qualify:
University degree in Software/Computer Engineering, Computer Sciences, or related field.
Minimum of 2 years’ experience in a software development context with minimum 1 year in a support role.
Experience in supporting and maintaining applications on web and database platforms.
Solid working knowledge and building queries in SQL 2005/2008 databases is a must.
Previous experience working in an internet and web driven environment
Non-technical qualifications:
Excellent and effective communication skills.
Strong organizational, time management and investigation skills with ability to meet tight time-lines.
Ability to work and thrive in a physically disperse team environment.
Flexible working hours.
Ability to review problems analytically.
How to start:
RMGS is proud to be an equal opportunity employer that provides an exceptional work environment and benefits.
All candidates will be required to undergo and pass a rigorous background check to ensure a safe and productive workplace.
Be next RMGS’s great hire & apply now careers@rmgs.co
